SLA in solution manager.

[RajeevP]

Hello,

Can anyone help in configuring SLA in Solution Manager. I do not have any basic idea about this. So I need to learn from the scratch. Is there any documnet existing or any SAP course which gives an idea about SLA in solution Mangaer and how this works?

Thanks and Regards,

Rajeev.

[Former Member]

Hi,

Please see IMG documentation available under following SPRO

path:

> Customer Relationship Management

> Transactions

> Settings for Service Processes

> SLA Escalation Management

Once you have defined SLA and Service contracts in transaction

CRMD_SERV_SLA you can define service and response profiles.

With this the you will be able to change the response times in

TA CRMD_SERV_SLA > Response profile > Response times

Assign the date profile SLA Data at Item Level to your service process

item category in the activity Assign Date Profile to Item Category and

do the same thing for the Monitoring SLA Deadlines action profile in

the activity Assign Action Profile to the Item Category.

Set up the RSPPFPROCESS selection report for performing the actions

according to your requirements.

Enhancing the Standard Procedure:

Enhance the action profile using your own action definitions. If you

want to use your own Smart Form as an output medium, enter the name of

the Smart Form in action processing and define the schedulng and start

conditions for definition of the action.

Set up the RSPPFPROCESS selection report for performing the actions

according to your requirements.

Hope this helps.

cheers,

SH

[Former Member]

Hi,

Have a look at these links:

/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i

/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii

In the marketplace have a look at:

http://service.sap.com/solutionmanager-->; media library --> technical papers

and at --> media library --> documentation

Thx,

Waseem